Bajaj Finance AI bots handle 71% of DIY customer service, drive Rs 2,500 crore disbursements
Bajaj Finance reported that its AI bots now manage 71% of its self-service customer interactions. The company also leveraged AI for loan disbursements totaling Rs 2,500 crore in the first quarter of FY27.
Bajaj Finance has significantly integrated artificial intelligence (AI) into its operations during the first quarter of fiscal year 2027, as detailed by Vice Chairman and Managing Director Rajeev Jain. The company's AI bots are now handling 71% of its do-it-yourself (DIY) customer service volume. Furthermore, AI initiatives contributed to Rs 2,500 crore in loan disbursements during the quarter.
The lender views AI as central to its business transformation rather than an isolated technology project. AI is being scaled across lending, underwriting, customer service, and marketing. The company has expanded its AI team and is investing in proprietary models and infrastructure to enhance productivity and reduce operational costs.
AI's impact is evident in operational metrics. Analysis of 45 million customer interactions through voice and text AI generated additional offers and led to Rs 517 crore in disbursements due to improved consumer insights. In underwriting, AI adoption has increased efficiency by over 20%. Bajaj Finance projects AI to facilitate between Rs 11,000 crore and Rs 12,000 crore in disbursements over the full fiscal year.
Bajaj Finance is also developing its own AI models to bolster customer acquisition, particularly for its B2B segment. The company maintains a cost-conscious approach, ensuring AI deployments are less expensive than human labor. It utilizes efficient AI models and its own infrastructure, opting for smaller, cost-effective models over extensive large language models when external solutions are needed.